Case not updated by emails

[Niclas Wickman]

Hi!

I'm struggling to troubleshoot this, hopeful someone can point me in the right direction.

When a case has been updated the assignee gets an email including ${comments_and_work_notes}.

It works fine if the case has been updated via the portal but email updates are not included.

This tells me that emails are not actually updating the case, correct? Ideally I would like all emails related to a case, even from addresses other than the Contact, updates the ticket. How can I set this up? 

Currently, the 'Update Case via Reply' script look like this

//if case.state = resloved (6), then check first word in body for accept or reject
//else if case.state = Awaiting (18), then, move to open state
var case_state = current.state;
if (current.state == 6) {
	var lines = email.body_text.split('\n');
	var firstword = "";
	if (lines.length > 0)
		firstword = lines[0].replace(/^\s+|\s+$/g,'');
	firstline = firstword.toLowerCase();
	if (firstline) {
		if(firstline.indexOf("reject") == 0)
			current.state = 10;
		else if(firstline.indexOf("accept") == 0)
			current.state = 3;
	}
} else if (current.state == 18) {
	current.state = 10;
} else{
	current.sys_updated_on = "";
	if(current.state == 3){
		gs.eventQueue('sn_customerservice.case_closed_email_cus', current);
	}
}

current.update();

Thanks a lot in advance!

[Pavankumar_1]

Hi @Niclas Wickman ,

notifications will trigger based on the updates or trigger conditions.

But it is same for portal and backend as well.

if you want to see the all case notifications.

1. Go to System Notification> Email> Notifications and give case table name.

[Niclas Wickman]

Hi @Pavankumar_1 

Thanks for your reply! 

The email notifications are going out like they should. The issues is that the email notifications only contain case updates made via the portal or agent view. If a customer updates a case via email, those updates are not included in the notification email. I would like all email updates to be counted as a case update and to be included in the email notification. Thanks!

[Erica Hawkins]

@Niclas Wickman did you find a solution for this? 

[ersureshbe]

Hi, I'm seeing the current.update() used . I doubt it will create an issue

Second, inbound actions refer to the OOB w.r.t case update via email and are slightly modified for your requirements. If you have a personal instance compare it with OOB and the current one.